It has been 5 days that I placed a work request to report an idled elevator. They hd been giving all kind of excuses why no one has shown up yet. Still waiting. read more

dangerous drivers. ZERO STARS. On 9/23/24 at 250pm, I was on 8th street and Mission in San Francisco when one of their service technicians sped past me, wedging themselves between me and the curb, going at least 55 in a 35 MPH zone. They tried to make the yellow but ended up running the red light, almost hitting a pedestrian. I tried calling their service line to report the incident but the person on the other line seemed more concerned about protecting the tech, and their own neck, then keeping the public safe. If I could I'd give them a middle finger rating. The company knows what tech is where because they follow a route and the techs are dispatched to go to either scheduled service or emergencies. Terrible. read more

They really don't care about anything other than money. I can't ever get good information from the account rep about proposed service/repairs and then get stuck with a high bill. We had a broken button that was repaired once for $1500! Another button broke later on and they were able to pull it back out to the panel level so it can be accessed. So they didn't replace it with a new one, but used some electrical tape to just hold it in place. And for that, they charged $2500. Can't make that this up. This is just one example. read more

There is an unresponsive and incompetent service manager in the SF office. I don't know how they stay in business; they couldn't care less.

Not good company to work with. They take a long time to come service elevators. When they finally did come to fix the elevator not even 3 hours later it was broken again. This was almost a month ago they still haven't sent someone back out to fix it. Just unbelievable. To put icing on top they charged $10,000 just for the elevator stop working 3 hours later. I can't make this stuff up. read more

On the board of our HOA and our PM has been fighting to get out of our contract due to terrible service, shady business practices--Not actually performing their contractual obligations and then lying about it while trapping you into long term contracts. Also not great at fixing elevators either...and charging for entrapments when their fixes don't work. Find someone else. read more

To small residential condo or apartment buildings in San Francisco, I want to alert you to continuing issues with Otis, who installed our building's elevator and maintains it. If you have a choice in vendors, we suggest you choose a vendor other than Otis. Over the years, we have had many issues with Otis, but the purpose of this complaint is to inform you about a recent issue wherein Otis charged our 12 condominium unit HOA a 437% markup on a 3rd party vendor's invoice. We feel this is unethical, unprofessional and unacceptable. Our HOA accepted Otis' recommendation to replace the hydraulic oil in our elevator. This work is not considered part of our standard service and must be paid for outside the normal maintenance contract. Otis does not provide time and materials costs for its services, they only provided us a fixed price. The proposal included an additional optional fixed cost of $2,500 to remove and dispose of the oil according to the EPA standards, after requiring the HOA to obtain an EPA number. Realizing there is no person in our HOA or in our property management team who could remove, transport and dispose of the oil properly, we agreed in the contract to pay the $2,500 fee. Otis did not provide any basis for this cost. At the time Otis replaced the oil in our elevator on September 26th, 2022, they left two large heavy bags of dirty oily rags in our garage and did not return to pick them up, though the team that did the work should have taken their materials, trash, with them, rather than soil our building on the same day they performed the work. Otis hired Safety Kleen (SK) to come to our building 3 days after the oil was replaced to pick up and dispose of the oil; SF subsequently sent a copy of their invoice to Otis in the amount of $465.49, to our property management company. We requested a credit from Otis since we had to dispose of the trash they left in our garage, and expressed our dissatisfaction about the outrageous markup on the Safety Kleen invoice. Otis refused to offer us any credit since we contractually agreed to the $2,500 cost. I replied to the representative's email to say that if he had disclosed the costs and their markup (not an unusual business practice to open and up front about cost + markup), we might have considered an alternative. Otis installed a proprietary system in our building. After one of our self-renewing for 5 year contracts with Otis expired, we tried to find another company to service our elevator. None of the 3 we contacted would touch our system since it is proprietary to Otis. We have had many issues with Otis over the years. If you have a choice in elevator infrastructure, choose any organization other than Otis. Once they lock you into their system and their service contacts they have no incentive at all to provide customer service. There are many local companies who work with leading elevator companies, but Otis is not one of them. read more

Best elevator company for highrise and small buildings. Employees are professional and are the most amazingly skilled people in any trade. read more

Abysmal quality of service. I live in a building with five floors. We have a contract with Otis for the elevators to be maintained. For the last year, the elevator breaks down at least twice per month. Their response time is terrible. An urgent request for repair goes unheeded for three days, and once the elevator was out for two weeks. People rely on it to carry groceries, strollers, garbage... There are also disabled people on the fourth and fifth floors who are effectively trapped. Local grocers will not deliver up this high without a working conveyance. I have called Otis and filed a complaint with the Better Business Bureau twice. I get no return call from Otis. They do not seem interested in keeping their side of the contract which is to have a well-maintained and functional elevator. read more

Terrible service, we are in contract with Otis unfortunately. No communication as to when we will get service (during a pandemic? Come in Otis). read more

Just had a run in with one of their workers in SF guy completely cuts me off then flips me off! Wow Otis great job training your workers.

Our elevator tech is very rude. Always has an attitude when we call with an issue. The tech has access to our building but never checks in with the building manager. This is a recurring issue with different techs. read more

We had a contract with Otis elevator, yet they couldn't seem to even do the basic monthly maintenance. We lost elevator service in our building due to a earthquake sensor that ran out of batteries. It was an 8 hour fix. The tech left and came back two hours later because he couldn't walk down the street to get new batteries. Horrible service, horrible maintenance, horrible company. read more

Dear Otis, how did you get to be so popular? I find you in my workplace, my MIL's senior facility and my daughter's office building. There have been so many occasions that you failed to perform. I always take the stairs instead of using you as an assist because you would drop the ball. I remember seeing long line of seniors gossiping on the ground floor of my MIL's building because you are exhausted. My daughter had a bad experience because she was stuck alone for two hours as you worked through your chronic fatigue or mood swings. In my daughter's case, she was probably frightened and wondering what her life was going to be like an hour, two hours from then on. We wondered if she could endure the suffocating air or space before someone rescued her. Where could she go for her bathroom needs? She might have felt like an outcast in society where life went on without her. It may seem like truthfully and probably all of these apply to her at one point in that journey. Otis, you could do better. If you want to remain popular, how about having a more dedicated emergency response team that rewards fast turnaround time? A strenuous preventative check-up program is mandatory to prevent unnecessary wear and failure of your vital organs. read more

Thank you so much too this amazing Company as they are the ones who go too my building and check our elevator recently i had an incident where my phone fell from the 3rd floor all the way too the basement i called thousands of times wondering what i could do Vanessa there customer service receptionist was beyond AMAZING she did everything she could too have some one go get my phone for me, Thank you so much you guys are WONDERFUL!!!! read more

We have a contract with Otis. When we needed them today for an outage in our building, we were given a 4-hour window when a tech would come - beginning 2 hours later. It's now 2 hours after the close of that 4 hour window, and no tech yet. We've been without an elevator for 8 hours. Not good. read more

Awful service, the company doesn't care if there are elderly or handicapped in the building. Even though they have customers here on the west coast, they only get parts from the east coast which means your elevator will be out of service for at least a week or even longer during the holidays. This is an awful way to treat a customer, they should procure parts locally or pay extra for expedited shipping when parts are not available. read more

After contacting them multiple times to try to set up a new contract - two months later they finally let us know that they are too busy - thanks so much for the run around folks. Find someone else! read more

Extremely poor service. I rely on our building's elevator to get out of the building because I am in a wheelchair. On two occasions Otis Elevator took more than 8 hours to respond to a call to restart the elevator due to a power outage. All they do is come out and put their magic key into a slot and turn it on. We could train a monkey to do it, but they won't allow us to have a key. Really a bad way to treat the customers who depend on you. read more